inContact (NASDAQ: SAAS) said that a major state agency has selected inContact to improve the quality and efficiency of its customer service delivery.
The state division is moving from an aging premise solution to the cloud in order to unify operations across three locations with over 300 contact centre agents.
To improve responsiveness, the division needed to reduce call abandonment rates and to improve first call resolution. inContact will incorporate cloud automatic call distribution with skills-based routing, interactive voice response, an automated call-back option for callers as well as integration with the state´s CRM system.
inContact is the cloud contact centre software leader, helping organizations around the globe create high quality customer experiences. To learn more, visit www.inContact.com.